Sterling Inn - Niagara Falls, Canada - Sterling Inn & Spa

Sterling Inn & Spa

Verified Company

Niagara Falls, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

SALARY RANGE:

$ $19.50/hour
- based on experience

EMPLOYEE BENEFITS:

Employee Discounts

Free Parking

Paid Time Off

JOB OVERVIEW:

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Key guest contact position.

REPORTS TO:

Front Desk Manager

KEY RELATIONSHIPS:

Internal:
Front Desk Staff, Front Office Management, Hotel Managers, Sales, Housekeeping, Accounting, Engineering.

External:
Hotel guests/ visitors, Tour Company Representatives, Transportation personnel, other hotels.

STANDARD SPECIFICATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities.

To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.
Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

REQUIRED SKILLS:

Ability to input and access data in computer.
Ability to understand guest inquires and provide responses.
Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
Ability to focus on guests needs, remaining calm and courteous.
Ability to think clearly, quickly and make concise decisions.
Ability to prioritize, organize and follow up.
Ability to work well under pressure with excessive arrivals/departures within any given period.
Ability to focus attention on details.
Ability to maintain confidentiality of all guests and hotel information.
Ability to ensure security of guest room access.
Ability to remain stationary at assigned post for extended periods of time.
Ability to work cohesively with other departments and coworkers as part of a team.
Previous guest relations training.

ESSENTIAL JOB FUNCTIONS:

Maintain complete knowledge always of:

All hotel features/services, hours of operations.
All room types, numbers, layout, decor, appointments, and location.
All room rates, discounts, and promotions.
Daily house count and expected arrivals/departures.
Room availability status for any given day.
Scheduled daily group activities.
Hotel extension numbers.
Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
Obtain assigned bank and ensure accuracy of contracted monies.
Meet with supervisors to review daily assignments and priorities.
Meet with departing Guest Service Representatives to review business status and follow up items.
Access all functions of computer system according to established procedures and standards.
Set up workstations with necessary supplies; maintain cleanliness throughout shift.
Answer department telephones within three (3) rings, using correct greeting and telephone etiquette.
Promote positive guest relations to all individuals approaching the front desk.
Accommodate all requests for information in a congenial manner.
Process all guest checkins according to established hotel requirements.
Confirm reservation in system and review all noted information.
For guests without a reservation, sell a room type agreed upon.
Register guests in computer and generate a registration card.
Verify registration card information with guest and acquire signature on the registration card.
Obtain backup information for guest credit/payment method and input into system; collect cash when designated.
Assign guest room.
Advise guest of any messages, mail, faxes, etc. received for them.
Inform guest of safety deposit boxes and room key procedures.
Communicate services and amenities included in packages to guests on packages.
Obtain proper identification for tax exempt guests and attach form to registration card.
Obtain guest signature for designated paperwork.
Maintain guest history files on all guests and preroom blocks.
Communicate VIP arrivals to Housekeeping and Engineering.
Set up accurate accounts for each guest checking in according to their requirements (i.e. share withs, separate room/tax/incidentals, comps).
File registration cards and vouchers in bucket by room number.
Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them.
Accommodate room changes expediently.
Handle guest complaints according to the six step procedures, ensuring guest satisfaction.
Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 15 minutes to ensure completion and guest satisfaction.
Take, record, and relay messages accurately, completely, and legibly. Distribute hotel personnel messages to appropriate individuals.
Set up guest credit limit on credit card and computer system.
Accept and record w